What a fabulous service! Ordered a special birthday present and received my order in three days. A very good price and excellent communication via email. I will not be going anywhere else in future! T... Voir plus
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Lisez les avis des autres
Absolutely brilliant shopping experience with Fragrance house. Great range of products and brilliant prices with super speedy delivery and well packaged. Will definitely be buying my future Fragra... Voir plus
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I am so pleased with my order. I was sceptical at first because it was less expensive but I can confirm my perfume is exactly what I ordered. I sent an email with regards to Backorder and got a respo... Voir plus
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I have been a customer of theirs for several years now. The service is excellent, the staff couldn't be more helpful, only ever had to phone once and they sorted out the mess I made Delivery is spo... Voir plus
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4,8
Excellent
114 avis
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Réponse de fragrancehouse.co.uk
Thank you for your review Regan and we look forward to welcoming you back in the future
Pay attention to their response.... Beware of them.
I ordered a perfume that never arrived. The Royal Mail proof of delivery image clearly showed the parcel in a bag, not at my door or in my possession. Instead of investigating fairly, the company accused me of lying and even threatened legal action.
They state that delivery fraud is a growing problem and that they have stringent checking processes, but their approach treats honest customers as guilty until proven innocent. This not only creates a hostile and intimidating experience but also undermines trust in their brand.
Professionalism is more than simply following procedure; it is about how customers are treated in the process. A courteous and respectful approach could have resolved this situation without alienating a genuine customer. Unfortunately, due to this experience, I will not be ordering from them again and would caution others to be aware of how complaints are handled.
RESPONSE
: Case in point: As a business, you cannot always know the reasons why people do not follow a specific procedure or meet your expectations. Yet you continually come across as volatile and rude.
The only reason this matter was dealt with swiftly is because I provided every piece of information you requested. Furthermore, I responded to your email enquiry explaining why I had not contacted you earlier, and I provided my reasons.
While those reasons may not meet your personal expectations, that does not justify the manner in which you have addressed me. Your approach toward customers in this instance is unacceptable and unprofessional. I will leave this here for others to make their own judgment...
RESPONCE #2.....
1. I replied to your rude response and corrected my typos, as any normal person would.
2. When completing the chargeback, I selected “no contact.” That was accurate, and my bank can confirm it. Nothing was hidden.
3. The bank refunded me before you ever contacted me. The refund came from them, not you.
4. You are aware people can have more than one name, correct?
5. You are proving my point—you are arguing with a paying customer who did not receive their item, purely because you dislike how I handled it.
6. If this was fraud, why did Royal Mail accept responsibility?
7. It is extremely unprofessional to suggest, “to be honest, this is a very quick response which suggests they have arrested your postie.”
8. I did not contact you because my Ring camera clearly showed no delivery. There was no need for unnecessary back-and-forth. Yet here I am, forced into it, just to secure what I was owed.
9. Your customer service is appalling, and I will be filing a formal complaint.
Good day. Continue this farce if you wish.
MY FINAL RESPONSE :
This review reflects my genuine personal experience with Fragrance house. I stand by what I have written, as it is accurate and honest. I understand that the company may disagree, but this feedback is based on my direct experience as a customer.
15 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
This is your 5th revised review. Not fixing “typo’s” but completely changing the review.
I see you have many claims of non-delivery, and chargebacks?. This may be why your Card Merchant asked if we wished this treated as fraud. We declined, instead contacting you & having Royal Mail investigate.
You say we were rude & unprofessional. But I find no evidence of that. If you think that then I am very sorry.
HISTORY
• 11/7 - “Iyesha” placed order –confirmed delivery 13/7
• 19/8 July - Card Merchant informs us “Angela” had made a chargeback. Asks if we wish this treated as fraud
1) Order in 1 name, chargeback in another. This raises security flags as billing name & claimant should match
2) You imply you immediately made a claim having looked on your Ring & found no delivery. Yet claim was made some 4 weeks later.
“I did not contact you because my Ring camera clearly showed no delivery”
3) There was no attempt to contact us. Most people contact the Merchant. Most people want to know where their delivery is. Most people if they checked their Ring and saw the delivery was not made would be asking for a replacement or a delivery search. This raises flags
Following Card Merchant contact we sent you a very polite email. It did not accuse you of anything but sort resolution and offered to have Royal Mail investigate. As you say “you cannot always know the reasons why people do not follow a specific procedure” & we do not presume. Our email said
"We have been informed that you have made a chargeback on the order that you placed with ourselves on 11th June, reference 165732. We have been informed that you have stated that you have not received the order.
I have checked our email system and can see that you have not attempted to make any contact with ourselves regarding this. I have also checked with Royal Mail who have provided both GPS and photographic proof that your order was delivered at 09.29 am on 13th June.
I am sure that you made this chargeback in error and would therefore like to give you the opportunity to contact your card and formally close the claim before we respond, otherwise as proof of delivery exists this would be treated by the card merchant in our response as theft contrary to the Fraud Act 1968.
However, if you dispute Royal Mail’s evidence of delivery then you would need to let us know, we would then have you complete a Denial of Receipt Statement and ask Royal Mail Revenue Protection to investigate."
You responded & I can see that all of our communication was polite and professional. Royal Mail investigated very quickly – maybe because they had a record of a number of complaints about non-delivery to your address – and you were refunded by us.
Your Card Merchant did not refund you immediately as you think. Rather they issued a “Temporary Credit” pending the outcome of the chargeback investigation. This is their legal duty (Ask Google “do you automatically get refunded for a chargeback” for confirmation)
If we had disputed the chargeback with Royal Mail Tracked Delivery information - which they accept - the temporary credit would have been removed from your account. Instead, as we treat all complaints seriously, we had it investigated & authorised a permanent refund. This is chargeback procedure.
The problem here was your behaviour, & I guess multi-chargebacks with your card Merchant given your other reviews & their question to ourselves. Specifically:
• Different name for billing /delivery & on chargeback
• No prior contact before chargeback.
• No request for resolution, investigation or replacement order
• Implying you had checked Ring after delivery notification & made the chargeback straight away which was false.
Hopefully this has responded to all the elements of your 5th edit but others will decide. I do hope that if you have future delivery problems that you will contact the merchant 1st to let them resolve the problem, especially as you seem to use different names
Excellent service and very nice free…
Excellent service and very nice free samples
11 août 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thanks for the review Bryan we really appreciate you taking the time to leave this for us. Glad to hear you liked the samples to, it cna be a bit hit and miss, so its brilliant to hear that you like the ones you received along with your order
Delivery time was super quick,great perfume
Delivery time was super quick, lovely free samples ,I ordered a bottle and will probably be ordering more ,great prices and quick service.
20 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thanks for the review Marion and your latest purchase, we truly appreciate great customers such as you.
Great to hear that you're enjoying your latest perfume and we look forward to seeing you back at www.fragrancehouse.co.uk in the future
Hello all,.I can’t say enough about…
Hello all,.I can’t say enough about Fragrance House, they are fantastic and with all my orders I get special samples aswell of other or the same fragrance . The bottles ladies in a sample is the same as your large bottle they have spared nothing more time to be a great company to their customers they are amazing in all ways possible. I’ve personally never had sorry we don’t have this or that in any perfume, Aftershave, Gift Sets are fabulously priced, well I think they are iv saved plenty with Fragrance House. To all enjoy your shopping, get ahead this year for Christmas shopping😝 never to early💯🤪😂🩷
18 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thanks for the review Sharon, your an amazing loyal customer.
It's always great to see customers like you who by their repeat purchases show that we are doing things right.
We look forward to seeing you back soon at www.fragrancehouse.co.uk
Great service
I’ve worn this perfume for over 50 years now. I wouldn’t consider another and it’s getting hard to come by. I was absolutely delighted to find it at a reasonable price, ordered it and it was dispatched the very next day! Thank you. One very happy customer
Yves Saint Laurent Paris Eau De Parfum 125ml
28 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for your wonderful review Philippa, we really appreciate you taking the time to leave this for us.
Glad to hear that you're enjoying your favourite fragrance, sadly the Brand has ceased production of this iconic scent
:(
Good news is that we do have some stock still available at www.fragrancehouse.co.uk
Best price online!
Best price online!
I've saved more than £20 on the Paco Rabanne Phantom Intense Eau de Parfum 50ml and couldn't be happier! 100% genuine product too, checked barcode and batch codes of bottle & box!
19 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review and we are really pleased to hear that you are happy with the fragrance, our service and of course our great prices.
We look forward to seeing you back at www.fragrancehouse.co.uk in the future
Opium perfume Great communication as soon as I had…
Great communication as soon as I had ordered, quick delivery and amazing price for a lovely perfume! I would not hesitate to order or recommend this company. I would definitely use again 5*
10 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for your wonderful review Elaine, we really appreciate you taking the time to leave this for us.
Hope you enjoy every drop of your Opium perfume it truly is one of those iconic scents and we look forward to welcoming you back onto www.fragrancehouse.co.uk in the future
Just what I wanted.
Right price, right product, speedy and simple service. Excellent. I'd recommend.
14 juillet 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for your review Andrew, we reallyt appreciate your taking the time to leave this for us.
Glad to hear that the Opium Pour Homme hit the mark, it's one of those truly timeless and iconic scents.
We look forward to helping you with your next bottle, or maybe something different, in the future
#164548 I ordered YSL libre Intense and…
#164548 I ordered YSL libre Intense and received free sample.Sample was really nice.
19 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for yourn review Muhammad, we really appreciate your taking the time to leave it for us. Great to hear that the sample was a success and hope whoever the lucky person is that they are enjoying the Libre Intense - hope to see you again soon
Great price for the product
Great price for the product. Nice free sample too
25 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to review Fragrance House, as an independent your review is important to us. We're pleased to hear that you liked the sample as well as your Ralph Romance Kathryn and look forward to seeing you back at www.fragrancehouse.co.uk inthe future
Excellent everyday accessory handbag…
Excellent everyday accessory handbag staple Save your perfume, exceptional and unique Angel scent lingers all day
18 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for your review and we agree this is a must for every handbag. Angel is a gorgeous scent.
Thank you also for taking the time to leave this review, as an indepedenty we really appreciate this.
Enjoy your fragrance and we look forward to helping you with your next one in the future
Love the perfume
Love the perfume
It was a smooth delivery. I also received 2 free sample perfumes and I love them.
I would highly recommend to others and will most definitely order again from your store
5 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review and we are pleased to hear that we lived up to the standards we set ourselves. As an indepenent your review and feedback is important to us.
Glad that you like the samples included with your order, they're a great way to try something different, and we look forward to welcoming you back at www.fragrancehouse.co.uk in the near future
Great company to buy from prompt…
Great company to buy from prompt service had just what I wanted 5 star
10 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review, we really appreciate you doing so. Thank you also for ordering from us and its great to hear that we met your expectations of fast delivery and great service. We look forward to seeing you back at www.fragrancehouse.co.uk in the near future
Fragrance Angel
I absolutely love Angel but it's so expensive! But on fragrancehouse shop it's so much cheaper and a very reasonable price.
13 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review, ad an independent they are very important to us. Really pleased to hear that you are enjoying your Mugler Angel perfume and were happy with our price and service. We look forward to helping you again at www.fragrancehouse.co.uk in the future
Amazing experience
Some of the lowest prices I've seen for not only the fragrance itself but also mini freebies that go along with it! Shipped and arrived super quickly and were in amazing condition - thank you!
13 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review, as an independent they are very important to us. Glad to hear that you enjoyed the freebies, we like to add that littel bit extra where possible as our customers are all special to us. We look forward to helping you again at www.fragrancehouse.co.uk in the future
Great service and good price
Great service and good price
I’d never heard of Fragrance House so had to do some review and Trust Pilot checking before buying with them online. The perfume, Mon Paris, arrived promptly with a nice free perfume sample and friendly letter. I will use Fragrance House again.
2 juin 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review Catherine and I can see that you see the importance of these by your own research before buying. As an independent business we really appreciate you leaving this review and look forward to seeing you back at www.fragrancehouse.co.uk in the future
Bought x3 fragrances all fresh and…
Bought x3 fragrances all fresh and great.Good website.
Easy to navigate.
Delivery no problems either.
Prices lower than most but not Amazon but that is understandable.
22 mai 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for your review Younis, as an independent we truly appreciate you taking the time to leave it for us. We always try to other great prices and sometimes do even beat Amazon :)
May I ask could you please sent our customer service an email with your order number enquiries@fragrancehouse.co.uk
It came quick as I was expecting
It came quick as I was expecting, my friend love the gift and it was just in time to surprise him as well . Thank you
28 mai 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review, as an Independent we really apprecaite you taking the time to do so.
Glad to hear that your friend loves the fragrance and we look forward to seeing you back at www.fragrancehouse.co.uk in the future
Mugler Angel body lotion
Mu Mugler Angel body lotion Is beautiful I love it The service from the supplier was brilliant will definitely buy again
17 mai 2025
Avis spontané
Réponse de fragrancehouse.co.uk
Thank you for taking the time to leave us a review, as an independent we truly appreciate this. We agree that the Mugler Angel body lotion is a truly gorgeous scent and it's moisturing benefits are also great.
We look forward to seeing you back on www.fragrancehouse.co.uk in the future
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